Submit a support ticket using the GitHub Enterprise Management Console or the support portal. You can mark a ticket as urgent when your GitHub Enterprise production system is down or in an unusable state.

In this article:

About submitting a ticket

Before submitting a ticket, you should gather helpful information for GitHub Support and choose a contact person. For more information, see "Preparing to submit a ticket."

After submitting your support request and optional diagnostic information, GitHub Support may ask you to download and share a support bundle with us. For more information, see "Providing data to GitHub Support."

Submitting a ticket using the GitHub Enterprise Management Console

  1. In the upper-right corner of any page, click . Rocketship icon for accessing site admin settings

  2. In the left sidebar, click Management Console. Management Console tab in the left sidebar

  3. If prompted, type your Management Console password. Management Console unlock screen

  4. In the upper right of the Management Console, click Support. Button to access Support area

  5. If you'd like to include diagnostics with your support ticket, Under "Diagnostics", click Download diagnostic info and save the file locally. You'll attach this file to your support ticket later. Button to download diagnostics info

  6. Under "Open Support Request", click New support request. Button to open a support request
  7. To sign in to the support portal, in the upper-right corner of the page, click Sign in. Sign in to the support portal
  8. Under "Your email address", type an email address associated with your GitHub Enterprise account. Your email address field
  9. Under "Subject", type a descriptive title for the issue you're having. Subject field
  10. Under "Description", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include: Description field
    • Steps to reproduce the incident
    • Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
    • Exact wording of error messages
  11. Use the GitHub Business Product drop-down menu, and select GitHub Enterprise.
  12. Use the Severity drop-down menu, and select the appropriate level of urgency. For more information, see "Assigning a severity level of an incident." Severity drop-down menu
    • Choose Urgent to report fatal system failures, outages impacting critical system operations, security incidents, and expired licenses.
    • Choose High to report issues impacting business operations, including system performance issues, or to report critical bugs.
    • Choose Moderate to make technical requests like configuration changes and third-party integrations, and to report non-critical bugs.
    • Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
  13. Use the Global Region drop-down menu, and select APAC (Asia Pacific), EMEA (Europe, the Middle East, and Africa), or Americas as your region. Global Region drop-down menu
  14. Use the GitHub Enterprise Series drop-down menu, and select the version of GitHub Enterprise you're using. GitHub Enterprise Series drop-down menu
  15. Use the Number of users Impacted field, and select Entire company, Majority of users, Small group of users, or Single or no users. Number of users impacted drop-down menu

  16. To include diagnostics with your support ticket, click Add file, then attach the diagnostics file you downloaded. Add file button

  17. Select the box next to "I'm not a robot", and follow any instructions to verify you're human. reCAPTCHA verification box
  18. To create your support ticket, click Submit.
  19. If you chose not to include diagnostics with your support ticket, you can share diagnostic information with GitHub Enterprise Support after submitting your support request. For more information, see "Providing data to GitHub Support."

Submitting a ticket using the Enterprise Support portal

  1. Navigate to the Enterprise Support portal.
  2. Click Open a support ticket. Open support ticket button
  3. To sign in to the Enterprise Support portal, in the upper-right corner of the page, click Sign in. Sign in to Enterprise Support portal
  4. Under "Your email address", type an email address associated with your GitHub Enterprise account. Your email address field
  5. Under "Subject", type a descriptive title for the issue you're having. Subject field
  6. Under "Description", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include: Description field
    • Steps to reproduce the incident
    • Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
    • Exact wording of error messages
  7. Use the GitHub Business Product drop-down menu, and select GitHub Enterprise.
  8. Use the Severity drop-down menu, and select the appropriate level of urgency. For more information, see "Assigning a severity level of an incident." Severity drop-down menu
    • Choose Urgent to report fatal system failures, outages impacting critical system operations, security incidents, and expired licenses.
    • Choose High to report issues impacting business operations, including system performance issues, or to report critical bugs.
    • Choose Moderate to make technical requests like configuration changes and third-party integrations, and to report non-critical bugs.
    • Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
  9. Use the Global Region drop-down menu, and select APAC (Asia Pacific), EMEA (Europe, the Middle East, and Africa), or Americas as your region. Global Region drop-down menu
  10. Use the GitHub Enterprise Series drop-down menu, and select the version of GitHub Enterprise you're using. GitHub Enterprise Series drop-down menu
  11. Use the Number of users Impacted field, and select Entire company, Majority of users, Small group of users, or Single or no users. Number of users impacted drop-down menu

  12. To include diagnostics with your support ticket, click Add file, then attach the output file from https://[hostname]/setup/diagnostics. Add file button

  13. Select the box next to "I'm not a robot", and follow any instructions to verify you're human. reCAPTCHA verification box
  14. To create your support ticket, click Submit.
  15. If you chose not to include diagnostics with your support ticket, you can share diagnostic information with GitHub Enterprise Support after submitting your support request. For more information, see "Providing data to GitHub Support."

Submitting a ticket using the Premium Support portal

  1. Navigate to the Premium Support portal.
  2. To sign in to the Premium Support portal, in the upper-right corner of the page, click Sign in. Sign in to Premium Support portal
  3. In the upper-right corner of the page, click Submit a request. Submit a request button
  4. Under "Your email address", type an email address associated with your GitHub Enterprise account. Your email address field
  5. Under "Subject", type a descriptive title for the issue you're having. Subject field
  6. Under "Description", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include: Description field
    • Steps to reproduce the incident
    • Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
    • Exact wording of error messages
  7. Use the GitHub Business Product drop-down menu, and select GitHub Enterprise.
  8. Use the Severity drop-down menu, and select the appropriate level of urgency. For more information, see "Assigning a severity level of an incident." Severity drop-down menu
    • Choose Urgent to report fatal system failures, outages impacting critical system operations, security incidents, and expired licenses.
    • Choose High to report issues impacting business operations, including system performance issues, or to report critical bugs.
    • Choose Moderate to make technical requests like configuration changes and third-party integrations, and to report non-critical bugs.
    • Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
  9. Use the Global Region drop-down menu, and select APAC (Asia Pacific), EMEA (Europe, the Middle East, and Africa), or Americas as your region. Global Region drop-down menu
  10. Use the GitHub Enterprise Series drop-down menu, and select the version of GitHub Enterprise you're using. GitHub Enterprise Series drop-down menu
  11. Use the Number of users Impacted field, and select Entire company, Majority of users, Small group of users, or Single or no users. Number of users impacted drop-down menu

  12. To include diagnostics with your support ticket, click Add file, then attach the output file from https://[hostname]/setup/diagnostics. Add file button

  13. To create your support ticket, click Submit.
  14. If you chose not to include diagnostics with your support ticket, you can share diagnostic information with GitHub Premium Support after submitting your support request. For more information, see "Providing data to GitHub Support."

Further reading